Contact center + AI agents

The Contact Center is an advanced subsystem designed for centralized management of business communications and telephone interactions between agents and employees. The system combines a digital VoIP PBX, call center, video conferencing, and real-time communication tools into a single platform. The platform includes a Dashboard, softphone applications for desktop and mobile devices, video meetings, web chat, AI agents, and other communication modules that enhance operational efficiency and improve customer support quality. As a modern omni-channel solution, the system integrates calls, email, WhatsApp, web chat, and other digital communication channels into one unified platform, enabling faster communication, better organization, and a superior customer experience.

Calls overview

Call overview allows you to view all calls within your organization. In this overview, you get insights into the exact start and end times of the call, the subject of the call, the type of caller, the date, and a description of the call. All important information is available in one place, and in addition to the details mentioned, you can also view the call outcome, the call status, the caller's name, the direction of the call, and much more. In short, all call information is accessible in one place, eliminating the need to search through databases. Additionally, all calls can be sorted and filtered based on various characteristics, making it much easier to review and search.

Visual Call Designer

Visual call designer is a powerful drag-and-drop solution that enables companies to easily create and manage customized call flows without the need for complex programming. Through an intuitive visual interface, users can design IVR menus, call routing, queues, voicemail, and business hours rules to automate communication and improve call handling efficiency.Built for modern contact centers and VoIP systems, it helps reduce waiting times, intelligently route callers, and deliver a better customer experience, while providing the flexibility to quickly adapt workflows to changing business needs.

Omnichannel communication

Omnichannel enables companies to manage all communication channels within a single centralized platform, creating a connected and consistent customer experience. By integrating calls, emails, live chat, social media, and other digital channels, users can continue conversations seamlessly, regardless of the channel they use. The solution provides agents with a complete communication history in one place, making it easier to respond faster, resolve requests more efficiently, and deliver higher-quality customer support. Omnichannel also improves internal communication organization, increases team productivity, and enables companies to adopt a more professional and modern approach to customer interaction.

Video conferences

The video conferencing functionality enables seamless real-time communication and collaboration between teams, clients, and partners in a fully integrated business environment. It supports high-quality audio and video meetings directly within the platform, eliminating the need for external conferencing tools and ensuring centralized and efficient communication. Users can easily schedule or start instant meetings, share their screen, and collaborate through documents, presentations, and chat during the meeting itself. The feature is designed for remote work, hybrid teams, and enterprise business processes, allowing connection from any device, anywhere. With built-in collaboration tools and integration with the rest of the APPCRO BMS ecosystem, video conferencing becomes more than just meetings—it turns into interactive workspaces for decision-making, training, and real-time team coordination.

Agent view

Agent View provides agents with a clear and centralized overview of all relevant information needed for efficient handling of customer inquiries and communication in the contact center. The interface is designed to give quick access to active conversations, interaction history, customer data, and request statuses in real time. Through an intuitive workspace, agents can easily manage incoming and outgoing communications, record information, add internal notes, and track each case without losing context. This improves response speed, service quality, and overall team productivity. Integrated with the rest of the APPCRO BMS system, Agent View enables efficient coordination and continuous operational oversight, making daily contact center work more organized and effective.

Control Dashboard

The Control Dashboard provides a comprehensive, real-time updated overview of contact center operations and all key operational processes. It is designed for supervisors and administrators to efficiently monitor activity, system load, and team performance in one place. Through a clear and intuitive interface, users can track agent status, ongoing communication flows, open requests, and key performance indicators (KPIs). The system enables quick detection of anomalies, optimization of resource allocation, and timely responses to maintain a high level of operational efficiency. By integrating with other modules of the APPCRO BMS platform, the Control Dashboard ensures full operational transparency and supports decision-making based on accurate and up-to-date data.

Website AI Chat

Website AI Chat is an intelligent digital communication module that enables automated, real-time interaction with website visitors through advanced conversational AI technology. Integrated directly into the omni-channel communication platform, the AI chat solution provides instant responses to customer inquiries, guides users through products and services, assists with support requests, and automates repetitive communication processes without the need for constant agent involvement. The system is available 24/7 and can simultaneously manage a large number of conversations while maintaining a consistent and professional communication standard. Through integration with CRM, ticketing systems, databases, and internal business applications, the AI chatbot can access relevant information in real time, personalize conversations, and provide accurate answers tailored to customer needs.

Voice AI Agent

Voice AI Agent is an advanced AI-powered voice communication solution designed to automate inbound and outbound telephone interactions using natural language processing and real-time speech recognition technologies. Fully integrated into the VoIP and contact center infrastructure, the Voice AI Agent can independently answer calls, identify customer requests, provide information, execute predefined workflows, and transfer calls to appropriate departments or live agents when necessary. The solution enables highly natural and human-like voice conversations, allowing organizations to deliver faster, more efficient, and continuously available customer service. Voice AI Agents can manage appointment scheduling, customer authentication, order status inquiries, technical support, automated notifications, surveys, and many other business communication processes without human intervention.

Connecting to VoIP telephone systems

Our contact center is an advanced system that enables efficient and fast communication with customers through multiple channels. With its high degree of flexibility, it integrates with leading VoIP digital telephone systems such as 3CX, Asterisk, Avaya, Cisco, Mitel, and many others. Connecting to these digital telephone systems provides quick access to data. Our system is designed to adapt to the needs of your organization, regardless of size or specific requirements, providing an efficient solution for all types of customer service. In addition to the above, one of the features of our system is multichannel communication. Besides VoIP calls, our system also supports the integration of other communication channels such as social networks, chat, email, and others, making your customer service available on all platforms.

Other

In addition, the contact center also provides the agent view, which offers insights into the agent’s calls and activities as well as their efficiency, along with reports that allow for quick and easy tracking of all call-related activities within the organization.

Extensions overview

Find all extension data in one place – the extension overview displays all relevant information such as the extension number, name, description, the person assigned to the extension, the organizational unit it belongs to, as well as information about the associated PBX system.

A flyer with more information about this subsystem and its modules:

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